AccountId: 011433970860
ContactId: 200ee08d-be76-4a32-9339-28415e220e7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237580 ms
Total Talk Time (AGENT): 92334 ms
Total Talk Time (CUSTOMER): 102230 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/200ee08d-be76-4a32-9339-28415e220e7d_20250620T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi, this is [PII]. How are you today?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] Pretty good. All is well. [PII], I have a group that I think is going to move forward, and they, they said, oh, [PII], let's pick the gap plan, and I went to find it and I couldn't find it and I didn't remember if who sent it to me. I just cannot find it and I wanted to see if maybe you could just send it back to me.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, what do you have the name of the group?
[CUSTOMER][NEUTRAL] Yeah, the group is called the Medical Group at South Miami.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Medical group of stuff like that.
[CUSTOMER][NEUTRAL] The medical group at South Miami.
[AGENT][NEUTRAL] OK, and it's a brand new group?
[CUSTOMER][NEUTRAL] And you sent me, we ran like
[CUSTOMER][NEUTRAL] Yeah, it's a new group and we ran like a 3, 2000, 3000, 4000 kind of thing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't remember who sent it to me, and you know, I looked up [PII] and I looked at [PII].
[AGENT][NEUTRAL] Yeah, I understand. Let me look. Usually they'll make a folder out here and put everything in the [PII] of [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, let me see if it's in the folder. Give me a second, trying to pull it up.
[CUSTOMER][NEUTRAL] Yeah, I don't think you sent it to me.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I'm just waiting on we built a folder for it and all the emails go in there. I'm just trying to wait for it to populate here we go. Goodness gracious. OK, let's see.
[AGENT][NEUTRAL] New case, let me see the email in now.
[AGENT][NEUTRAL] Sorry, I don't know what's going on with my computer. It's being slow. Bear with me just a second. I'm just trying to scan to see where they would have put the email in here that they sent to you. I see some emails from [PII].
[AGENT][NEGATIVE] Um, come on.
[AGENT][NEUTRAL] Let me search another place that might be faster, just a second.
[CUSTOMER][NEUTRAL] Which, which [PII], [PII]?
[AGENT][NEUTRAL] Newer, yeah, let me search another area that might be a little faster because this is crazy.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, [PII] did send me an email, but it just, it was just saying that, um, OK, they're not able to reset the password. This had to do with something else, but it was under the heading of the medical group in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm gonna search in our completed folder, see what's in there, the medical group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I found it. It came from [PII].
[AGENT][NEUTRAL] You found it?
[AGENT][NEUTRAL] OK, [PII]. OK, cool. Yeah, because my computer is just sitting here spinning. Well, I'm trying to look. I don't know what's going on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, she sent me all the way up to 5000.
[AGENT][NEUTRAL] OK, so you have what you need?
[AGENT][NEUTRAL] Is that what you needed?
[CUSTOMER][NEUTRAL] Let me just open the 5000, yeah, let me just open the 5000, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] Probably why I don't see it.
[CUSTOMER][NEUTRAL] No, he's got.
[CUSTOMER][NEUTRAL] Oh, it has with rates and without rates, so let me just look at it with rates.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so this is $5000 5,0098 dollars. Yeah, this is it, rates went up a little bit. They used to be 93.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, gotcha, gotcha.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, fair enough, sounds like a plan. Thank you, thank you. I'll be back to you. I'm, I'm pretty sure they're gonna move forward, so I'm gonna work on this right now. Thank you. Take care bye bye.
[AGENT][POSITIVE] All right. OK. All right. Have a great day.
[AGENT][POSITIVE] OK, perfect. OK, sounds good thank you bye bye.
[CUSTOMER][POSITIVE] You're welcome.